Senior Support Engineer

Blue Yonder Job Profile: Sr Support Engineer

Overview:

This role is within the White Glove Support team on the Supply Chain execution squad and will be a pioneer in providing value-added white glove services for our SCPO solutions customers within the pillars of excellence (Logistics Service Providers, Retailers, Manufacturers and Life Science.)

What you'll do:

• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
• Analyze and resolve incidents within the SCPO application(s)
• Expertise in all SCPO-related technologies and LDE / LSF solutions including SQL, integration methods such as EDI, and other 3rd party tools and utilities, I.E. File transfer and SFTP
• Maintain positive customer relationships by replicating defects, simulating failures, updating JIRAs, and managing customer expectations to instill confidence in BY’s continued solutions
• Document change control and publish testing results transparently to the customer on a schedule.  
• Bring in new ideas for automation, re-use, and service improvements
• Deep understanding of BY's evolving SaaS offerings, features and functionality deployed for BYs customers. 
• Engage in continuous learning on latest BY execution solutions and how core SCPO plays a role (such as cognitive execution.)
• Where applicable, maintain the internal testing, runner, and shared customer environments required for testing services.

What we are looking for:

Industry experience:

• Functional experience working with BY products specifically within execution solutions.
• Technical experience with BY products specifically within execution solutions.

Execution Platforms

• 5+ years of Supply chain domain experience in SCPO solutions and LDE/LSF solutions
• 5+ years of experience in the Software/SaaS industry
• Experience with customer/client service and/or support in Supply Chain software solutions
• Private/Public cloud management domain experience

Technical Skills:

• Familiar with Database programming/Data Modeling using Oracle SQL and/or MS SQL
• Working knowledge of middleware (i.e. Weblogic, TomCat)
• Proficiency in Java / J2EE concepts – JDBC, C++
• Azure defect identification and log analysis for TMS and WMS
• Advanced knowledge of operating systems (e.g. Windows, UNIX, LINUX)
• Experience with Cycle, Jenkins Automation, or similar automated testing suite.
• Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl etc.
• Experience in supporting MuleSoft, webservices (Rest/SOAP PI ) based integrations
• Cloud Infrastructure – Azure cloud, certification on Azure fundamentals, Level 2 Azure certifications

Soft Skills:

• Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting
• Must be self-motivated and quick learner - New technologies, platforms, integrations
• Project and program management experiences is critical in this role
• Must be able to manage multiple competing service priorities in tandem
• Demonstrates the ability to work independently 
• Demonstrates BY’s Core Values of Empathy, Relentless, Results and Teamwork

Education:

• Bachelor’s degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields. Masters Degree preferred.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.